Help Desk Support Specialist

4 weeks ago


Atlanta, Georgia, United States Cynet Systems Full time
Job Summary:

As a Help Desk Support Specialist at Cynet Systems, you will be responsible for providing technical assistance to both internal and external customers for tier-one issues. Your duties will include answering inbound calls, chat, and emails from customers needing assistance, as well as researching, diagnosing, and troubleshooting solutions to resolve customer issues. You will also be responsible for clearly and thoroughly documenting requests for assistance in the ticket management system and tracking incidents through to resolution/escalation.

Key Responsibilities:

nswer inbound calls, chat, and emails from customers needing assistance.
Provides technical assistance to both internal and external customers for tier-one issues.
Research, diagnose, troubleshoot, and identify solutions to resolve customer issues.
Provide prompt and accurate feedback to customers.
Clearly and thoroughly document requests for assistance in the ticket management system, and track incidents through to resolution/escalation.

Requirements:

Five (5) years of experience as a help desk support analyst.
Strong customer service orientation.
Excellent listening, interpersonal, written, and oral communication skills.
Excellent administrative, triaging, and time management abilities.
Highly self-motivated and directed.
Experience working in a team-oriented, collaborative environment.
Experience with Jira or ServiceNow.

Preferred Qualifications:

Bachelors degree in a related field AND Five (5) years of experience in Information Technology help desk support to work with child welfare staff to provide technical and non-technical/application support.
Requires good troubleshooting & problem-solving skills.
Must have strong communication & customer service skills with excellent phone presence.
Must be a dependable, accountable, quick learner with a good technical aptitude.
Must be detail-oriented for note-taking within the ticketing system.

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